Rogers Node Congestion that has not been fixed in over a year, Office of the President is completely useless

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Last year (2024), I was experiencing bad latency issues in games, random internet disconnections so I contacted Rogers tech support and they sent a technician to come check all the cables and modem, switched out the modem and the issues kept persisting. I called Rogers another time and they sent a level 2 technician, they pretty much did the same thing, check cables/modem/etc. but the issue kept persisting, one of the senior technicians called me and said they will monitor my internet from their end, another one called me and said they need to escalate the issue further. After months of the same cycle, I contacted the rogers ombudsman because I got sick and tired and they contacted me back and said that their investigation found that there is a node congestion in the area... that's been happening for 11 months, they apologized and put $316 credit on my account, I asked them when it will be fixed and they said early next year (2025) I absolutely knew that this is a LIE because if it has been happening for 11 months, it should have already been fixed and they are just crediting my account to get me off the phone and to stop bothering them.

Fast forward to now, the issue STILL has not been fixed and I am having the same issues, so I sent a very detailed e-mail to the office of the president and I got this e-mail:

"Hello, I am in receipt of the recent share a concern regarding the internet intermittency. I apologize that you had to escalate again. Since this is a technical issue I will have the technical support management team reach out to you to discuss in more details with you, please advise if you are ok to speak to them further. Unfortunately due to the significant usage you have consumed for the last 12 months based on my research and the 3 months credit given to you by a colleague back in Nov for $316 there will not be any further compensation at this time however if you are willing to discuss reviewing the package and pricing to get you a better internet tier we can do that. - Shoma (Advisor, Office Of the President)"

Shoma also called me and basically said the same thing, as much as I tried to explain to her that technical support is not able to do anything and that I've already been down this route last year, and going down the same cycle of them sending technicians to our place to waste their time and my time, we have had level 2 techs call us, we have had level 2 techs come into our unit... - THIS IS A NODE CONGESTION ISSUE IN THE AREA. She did not understand and admitted she is not tech savvy which I completely understand.

Another e-mail after:

"As discussed due to the nature of the issue of the intermittency of the internet the next step in the escalation process would be to speak to technical support tier 2, the management level. In terms of compensation, normally how we compensate for this type of issue that is a result of technical is the amount of days that you are out of service which is recorded by you calling in and advising that you have no service. Based on my research in the last 12 months there is a lot of usage being consumed so while there might be intermittency you are still able to consume significant usage. However in an effort of goodwill I can offer a one month credit to the account if you want to accept that and also I strongly recommend speaking to tech support again. Our office is the last place you can escalate within Rogers however as a consumer if you wish to seek further recourses outside of Rogers you are free to do so. Please let me know if you want to accept the credit and to speak to tech level 2. Hope this helps for now!"

Office of the President does not even bother to do research or look into the issue with their own tech team... they keep referring to a node congestion issue as "intermittency of the internet" and Shoma thinks that because of our high internet usage, it somehow means that it negates the node congestion issue and customer internet issues.

I asked Shoma how we can escalate further and she said that the president of the office is the last place.

This is a major issue that Rogers has and pretty much puts it to the side for years and years... all you have to do is search "node congestion" on these forums and see all the customers with the same issues Search - Rogers Community